Summary
Description
INFORMATION, TECHNOLOGY AND SYSTEMS (ITS) SUPPORT SPECIALIST
Hours: Full-time (37.5 hours/week)
Duration: Permanent
Location: Ottawa (on-site)
Salary: $63,679 per annum
Travel: Travel may occasionally be required as part of the position
Deadline: Applications will be accepted until Monday, January 22nd, 2024 at 5PM ET
Union: Unifor Local 567
Amnesty International Canadian Section (English Speaking) also known as AICSES is looking for an Information, Technology and Systems (ITS) Support Specialist.
The Information, Technology and Systems (ITS) Support Specialist provides technical expertise across the Amnesty International Canada (English Speaking) branch. The ITS Support Specialist role is key in supporting the organization’s digital infrastructure and ensuring the availability and ongoing maintenance of our infrastructure systems and its components. Reporting to the Manager of Information, Technology and Systems (ITS), this position will be responsible for building robust ITS guidelines and documentation, coordinating the procurement, configuration, and distribution of hardware necessary to support our hybrid work environment, onboarding and offboarding employees, managing access to and providing support on systems and tools, and will play a pivotal role in contributing to IT projects that support AICSES activities.
The incumbent will collaborate with colleagues across the section to contribute to improving processes, practices, systems, and the use of tools to ensure they are equitable, transparent, and efficient. In addition, they will support the implementation and roll-out of any new platforms, tools, and ways of working that are aligned with our strategic priorities and our ongoing commitment to ARAO-DEI.
The successful candidate must bring a lens of anti-racism, anti-oppression, gender mainstreaming, intersectionality, inclusivity, and accessibility to external and internal work, to all interpersonal interactions, and in line with any organization policies and protocols.
WHAT YOU’LL DO
Digital Infrastructure and Asset Management
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Assists the ITS Team to ensure that the organization’s digital infrastructure is properly maintained and that user hardware (i.e., laptops, mobile devices, peripherals, etc.) is made available to all users and is considerate of accessibility needs.
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Oversees and coordinates the management of the physical hardware of the organization including building and maintaining an IT asset inventory database.
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Processes procurement orders for standing hardware laptop configurations and peripherals, engaging with approved vendors and solution providers, and completing our internal purchasing processes.
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Identifies the requirements for global shipping and receiving hardware procurement and supports the coordination of the shipment and receipt of the hardware.
Process Improvement and Documentation
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Assists the ITS Team in reviewing current and future ITS departmental business processes to ensure they are efficient, equitable and can support Amnesty’s operational framework and strategic priorities.
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In collaboration with relevant departments, supports to develop and maintains a transparent onboarding and offboarding process and relevant procedures necessary to aid new hires, departing employees and staff returning from leaves.
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Reviews, revises, and develops procedures related to the coordination of the internal and external helpdesk teams to support the organization in an efficient and professional manner.
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Develops guidelines and documentation for digital infrastructure components in plain language and accessible formats. This includes, but is not limited to:
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Helpdesk capacity planning and backup
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Network components (i.e., printers, VoIP devices, audio and visual conference room setup, Wi-Fi access points, etc.)
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Core business applications with special emphasis on Microsoft365
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Other end-user procedures
IT Support
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Provides user support, assistance, and training on core business applications in the Microsoft 365 application set and other key systems.
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Acts as liaison between end users and external support vendors and technical resources by assisting with the troubleshooting, diagnosing problems, and implementing corrective action procedures.
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Acts as a liaison between the ITS Managed Services helpdesk and the ITS internal helpdesk by routing support requests to the appropriate team member.
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Provides assistance on departmental projects including software customization, database maintenance and analysis, internal and external website configuration, and ensuring compliance with internal controls and policies.
Administration
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Assists the ITS Team with completing administrative purchasing processes.
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Manages and tracks vendor contract information and documentation.
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Manages the disposal, recycling, and data wiping of hardware, network components and mobile devices.
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Performs other tasks as assigned.
WHAT WE’RE LOOKING FOR IN A CANDIDATE
Amnesty International Canada is seeking an individual who can contribute to the diversity of Amnesty’s workforce and its inclusive, anti-racist and anti-oppressive practices. The successful candidate will meet the following qualifications and competencies.
Experience
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Possesses a bachelor’s degree in a relevant field (i.e. Computer Science, Information Technology, Information Systems, Computer Engineering or a related discipline).
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3-5 years’ related experience in a technical support role.
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2-3 years’ experience supporting the development process and implementation of digital/IT solutions and strategies.
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Proven experience in leading/supporting the employee lifecycle; particularly the onboarding and offboarding experience.
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Progressive experience working with programs, services, and SaaS solutions.
Knowledge/Skills
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General understanding of Microsoft Azure and Microsoft 365 administration.
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Strong knowledge and familiarity with personal computers, mobile devices, printers, network appliances, and VoIP technologies.
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General understanding of networking and cloud computing concepts.
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Demonstrated technical aptitude for and experience supporting Cloud-based and SaaS solutions.
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Experience in maintaining relationships with third party vendors and consultants.
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Excellent analytical and troubleshooting skills with a focus on root-cause analysis to prevent recurring issues and develop effective solutions.
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Proficiency with various business applications including Microsoft365 Apps for Business.
Competencies/Personal Attributes
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Positive, client service oriented; focused on problem solving and end user satisfaction.
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A motivated self-starter with excellent time management skills and an ability to work from broad guidelines with minimal supervision.
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Excellent written and verbal communication skills, demonstrated ability to advise, advocate, synthetize complex issues clearly and concisely and convey technical information to non-technical users.
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Proven commitment to continuous learning and staying updated on the latest technologies.
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Proven commitment to self-development in the principles of anti-racism, anti-oppression, diversity, equity, and inclusion
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Proven ability to apply an intersectional lens to your work to achieve anti-oppression in practice.
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Demonstrated knowledge, training and experience in the application of intersectionality, anti-racism, anti-oppression, anti-Black racism, discrimination, and decolonizing practices.
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A demonstrated ability to work successfully with diverse groups and expertise in applying anti-racism, anti- oppression, diversity, equity, and inclusion principles using an intersectional lens.
Desired Qualifications (Good To Have)
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Experience in a unionized, not-for-profit environment
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Microsoft 365 Certification (Azure Fundamentals, etc.) is an asset.
WHY WORK FOR AMNESTY INTERNATIONAL CANADA?
ABOUT US
Amnesty International is a movement of 10 million ordinary people in more than 150 countries who come together to achieve extraordinary results in defending and promoting human rights. We get discriminatory laws changed and prisoners of conscience released. We’ve helped stop torture, commute death sentences and worked to end violence against women. We are in solidarity with Indigenous peoples demanding that their rights be respected.
OUR COMMITMENT TO ANTI-RACISM, ANTI-OPPRESSION, DIVERSITY, EQUITY & INCLUSION (ARAO-DEI)
Amnesty International Canada is committed to employment equity, actively seeks diversity in the workplace, and welcomes and encourages applications from members of equity seeking groups including women, transgender, non-binary, and LGBTI individuals; First Nations, Metis, and Inuit individuals, persons with disabilities, and members of racialized and marginalized groups. We believe our work is stronger when it benefits from the experience, knowledge and wisdom of people who have faced systemic barriers and encourage applications from qualified candidates who have lived experience as a member of historically underrepresented communities.
AIC values qualified diverse candidates who bring skills that contribute to our anti-racist and anti-oppression transformational journey. At AIC, employees are expected to contribute to an inclusive environment and bring the knowledge, experience, and ability to incorporate anti-racism, anti-oppression, intersectionality, gender mainstreaming, inclusion, and accessibility practices to external and internal work and to all interpersonal interactions. Click to learn more about our Equity Journey.
WHAT WE OFFER
At Amnesty International Canada, we are passionate about what we do, and we are proud of our achievements as a movement. To compensate our employees for the critical work they undertake, we reward them with an attractive, sector competitive salary and benefits package plus the opportunity to develop professionally.
If you are talented, passionate about human rights and want to use your skills, knowledge, and experience to change the world, we encourage you to join us.
APPLICATION PROCESS
Applications must be submitted electronically through our Work With Us careers page.
We thank everyone for their expression of interest—and are truly appreciative of the time individuals put into applying—but with the limitations of time only those selected for an interview will be contacted. Amnesty International Canada is committed to providing an inclusive and barrier free experience to applicants with accessibility needs. Requests for accommodation can be made at any stage during the recruitment process.
